A check has failed, what's next? | Unity Onboarding

This article walks you through the Unity Onboarding + KYC, if you are looking for help for the Unity Client ID Verification product, please view the resources here. If you are looking for help for the Unity PMS product, please view the resources here. 

A check has failed, what's next?

 When a check has failed, we are unable to advise you from a compliance perspective what you should do, as this is down to your internal compliance policies. We always recommend you speak to your internal compliance team or manager if you are unsure on these policies. 

If you are looking for help on understanding the results then please read the guidance here.

Whilst we cannot advise on your own internal policies, we do offer the ability for you to re-run checks/re-submit checks to try and get those pass results for an individual. Please see these options below:

Option 1: Resubmitting the check - If an Identity check or a liveness check has failed, we urge you to read the detailed report provided as this will give you an overview of why the Identity Document has failed, This report may highlight to you reasons for the failure that you may not have realised. You can then resubmit the check back to your client to ask them to log back in and re-capture their Identity Document and liveness to try and get the pass result. You can resubmit the check by following the steps here.

If you wish for your client to re-do their source of funds/open banking, please follow the steps here to see how to send them a new journey.

Option 2: Manually re-running a check - For the following checks, you are able to manually re-run them: Identity Document, Address & Mortality, PEPs & Sanctions. This allows you to re-run the checks without going back to the client. To understand how to manually re-run checks, please view the guide here.

Option 3: Manually overriding a result - You are able to manually override all of the results within the portal, you can do this by clicking the 'status' button which is circled in the below screenshot of an Identity Document result. When overriding a result, you will always have to add a comment so there is a record of who changed the results, when they did and why on the portal and on the PDF.

We always recommend reviewing the results carefully and understanding why a check has failed before you manually override it. For example, for the Identity Document you will get a detailed report. Please ensure you have completed your own due diligence to confirm these checks.

Option 4: Complete your own due diligence - If you do not wish to follow any of the steps above, you will need to do your own due diligence to confirm your clients Identity and we urge you to speak to your internal compliance team.

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